The Business Banking Customer Experience Report

How Business Banking CX Breaks — and How Leading Institutions Are Fixing It

What You'll Learn Inside This Business Banking CX Report

Is your bank or credit union unknowingly pushing businesses away before they even get started? Business banking customers expect frictionless, personalized journeys at every step. But as our 2025 Business Banking Customer Experience Report reveals, the reality often falls short.

In this report, you'll discover:

• Why 1 in 4 businesses abandon onboarding before ever using the banking product they signed up for
• How customer expectations vary dramatically by bank type and business size
• Where banks are quietly losing customer loyalty during onboarding and support interactions
• How businesses perceive AI-driven support — and what they still want from human interactions
• Actionable strategies to close experience gaps and protect revenue

Our new Business Banking Customer Experience Report uncovers the real reasons behind this onboarding drop-off—and it’s more than just paperwork. From clunky onboarding to disconnected teams to slow responses and communication gaps, we uncover the hidden CX gaps that frustrate customers and stall growth.

Why Business Banking CX Needs a Rethink

Banks and credit unions that treat all business clients the same way are falling behind.

Our data shows that even though customer's say they are satisfied overall, deeper friction points — from manual onboarding steps to confusing support journeys — are hidden factors affecting trust, retention and share of wallet.

Whether you're serving sole proprietors, mid-sized firms, or 500+ employee enterprises, this report offers critical insights to help your institution.

Download the CX Report to Explore:

• The biggest pain points at every stage of the business banking journey
• How clients describe the current onboarding and customer support experiences
• What different customer segments really want from their bank or credit union
• How you can win more business - based on responses directly from clients

If you're ready to transform your customer journeys and deter silent churn, our Business Banking Customer Experience Report is your blueprint.

Explore More from our Business Banking CX Research:

• Businesses Banking CX Trends by Bank Type
• How Business Customers Really Feel About AI Support
• Solving CX Frustrations and Friction in Business Banking Onboarding

Published April 2025 by the OvationCXM Research and Insights Team